Manager, Global Customer Support

Cornerstone Research; Kraków; Híbrido; PLN 181 000 - 289 000; Tempo integral

Resumo da oferta

Cornerstone Research in Kraków seeks a Manager for Global Customer Support to lead a hybrid team, driving throughput, quality, and culture. You’ll onboard cohorts, mentor agents, and ensure effective escalation pathways under Cornerstone standards.

You will be data‑druent and customer‑focused, owning backlog signals, sentiment trends, and coverage with a strong emphasis on coaching and accountability in an enterprise SaaS environment.

Qualificações

• 3+ years people management in technical support (enterprise SaaS preferred).
• Fluent English.
• Certified in the products of your assigned pod area within 90 days — the manager holds the certification, not just the dashboard.
• Data‑fluency: queues, coverage strips, sentiment trends translate into decisions.
• Builder’s energy with a steady hand and focus on psychological safety and standards.

Responsabilidades

• Own team results — throughput targets and quality measures, monitored daily and reviewed weekly.
• Onboard founding cohorts with certification-first ramps and mentor pairing.
• Maintain culture through weekly culture moments and Corner standards.
• Monitor signals (backlog, aging, demand, arrivals) and schedule agents to cover the EMEA shift catalog (100–130% coverage).
• Performance‑manage with fortnightly 1:1s, clear gates, recognition, and coaching.
• Triage escalations and route true issues to L3/DEEP with clean handoffs.

Conhecimentos

People management

Fluent English

Data‑driven

Certification‑ready

Descrição da oferta de emprego

Manager, Global Customer Support

This role is Hybrid,Krakow Office

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Cornerstone Workforce AI is the intelligence platform for workforce readiness — governed, trusted intelligence tied directly to business execution. Global Customer Support is where that promise is kept, one customer at a time.

In this role you will...

• Own team results — expected throughput (toward 2.8 cases/agent/day) and quality measures — monitored daily, managed weekly at the Pod Operations Review.
• Onboard the founding cohorts: run certification-first ramps (L1 30 days · L2 45), pair every new agent with a mentor, and run your first line-ups with your Director present and the runbook in hand — the ritual carries the culture.
• Carry the culture personally: Weekly culture moments with each team’s first week (run with you present), the six Corner standards, and CritSit escalations de‑escalated by picking up the phone.
• Monitor the signals — backlog formation, aging, demand shifts, arrival patterns — and act before they become misses; schedule agents against theEMEA shift catalog and hold the 100–130% coverage band.
• Performance‑manage with rhythm: fortnightly 1:1s the direct report owns, clear gates (throughput + positive customer sentiment via Level AI on 100% of interactions), fast recognition, honest coaching.
• Triage escalations within the team — and resolve many personally by getting on the phone with the customer; route true escalations to the pod L3 and DEEP with clean, complete handoffs.

You’ve got what it takes if you...

• 3+ years people management in technical support (enterprise SaaS preferred) with hands‑on troubleshooting credibility; hiring and onboarding experience at pace.
• Fluent English.
• Certified in the products of your assigned pod area within 90 days — the manager holds the certification, not just the dashboard.
• Data‑fluent: queues, coverage strips, and sentiment trends turned into at least one decision a week.
• Builder’s energy with a steady hand: first‑90‑days chaos doesn’t rattle you; psychological safety is your foundation, standards are your frame.

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high‑performing, future‑ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

Total Rewards:

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market‑driven research, and skill‑based appraisals. As part of our mission to share success and empower individuals to thrive in an ever‑changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short‑and‑program‑specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job‑related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full‑time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 180900 - 289400 PLN.

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